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Revolutionizing Tele-Sales with AI-Driven Success

Executive Summary:

Perch Insights empowered mid-market education company to optimize their tele-sales operations. This solution integrated siloed data, provided continuous and actionable insights, and delivered proactive alerts, resulting in a 23% increase in conversion rates, 17% reduction in customer acquisition costs (CAC), and 19% improvement in prospect engagement.

Client Background:

Industry: For Profit Education
Company Size: Mid-market, $750 million in annual revenue

Initial Challenges:

Underperforming tele-sales operation significantly impacting business results, particularly given a complete change in lead sources from a marketing shift of focus into digital advertising and more proactive outreach
Sales leadership could not take effective action due to lack of accurate data or timely, actionable insights
Internal team of data engineers, report developers, and business analysts were unable to provide real-time (or even daily) insights with data integrity or root cause analysis on how best to boost sales through-put and conversion

Challenges:

Data Silos
  • Tele-sales teams hindered by data dispersed across various systems, including Hubspot, Microsoft Dynamics, Gong, internal databases and an in-house dialer
  • Incomplete customer segmentation leading to ineffective sales strategies
  • Internal teams struggled to align the marketing and sales funnels, struggling to seamlessly transition marketing-qualified leads (MQLs) into the sales pipeline.
Lack of Visibility into Sales Funnel
  • Sales leadership unable to understand where their process was falling apart
  • No insights into performance by lead source, including contact rate, pipeline management and opportunity conversion
  • Unable to track agent performance metrics (e.g., call volume, quality of interactions, talk time) on a tenured and untenured basis
Missed Opportunities
  • Lack of proactive alerts left sales leadership always playing catch-up
  • Inability to coach agents to act on critical customer behavior cues and more aggressively manage their pipelines
  • Potential for improved performance lost due to delayed reactions

Solution:

Perch Insights introduced an AI-powered platform that consolidated tele-sales data and provided intelligent, actionable insights and real-time alerts.

Key Features:

Seamless Data Integration
  • Combined data from Marketing Automation, CRM, dialer, Voice Analytics, chat, and other sources into a single platform
  • Provided comprehensive view of each customer interaction and agent activity on a daily basis
  • Enabled visibility intoend-to-end customer journey
AI-Driven Insights
  • AI agents analyze data to detect variances in KPIs and their root causes
  • Enabled proactive problem-solving before issues escalate
Proactive Alerts
  • Real-time notifications on high-priority leads and key points in the customer journey
  • Ensured agents followed protocol and took immediate action

Results:

0 %

Increase in Conversion Rates

  • Perch identified points in the customer pipeline where agents weren’t following up on opportunities
  • AI-driven insights enabled sales leadership to increase adherence to sales protocol
  • Result: Significant boost in conversion rates
0 %

Reduction in Customer Acquisition Cost (CAC)

  • Real-time insights alerted the company to issues in several lead channels and contact rates
  • Timely adjustments significantly improved overall lead generation performance
  • Result: More efficient use of marketing budget and resources
0 %

Improvement in Prospect Engagement

  • AI system identified key spots in the contact strategy where prospect interaction was deteriorating
  • Proactive alerts prompted agents to engage with prospects at critical moments
  • Result: More frequent and meaningful interactions, leading to increased engagement metrics

Client Testimonial

“Perch Insights’ AI-driven platform has transformed our tele-sales operations. The proactive alerts and real-time insights have empowered our team to close more deals faster and with greater precision. We’ve seen a dramatic improvement in our conversion rates and overall sales and marketing efficiency. The seamless integration with our existing systems made the transition smooth, and the ongoing support from the Perch team has been exceptional.” — VP of Sales

Lessons Learned

01

Proactive > Reactive:
Real-time alerts allow teams to address issues before they become major problems, significantly improving overall performance.

02

Data Integration is Key:
Consolidating data from multiple sources provides a holistic view of the sales process, enabling more informed decision-making.

03

AI Augments Human Expertise:
AI-driven insights significantly enhance human performance leading to superior results compared to either element alone.

04

Continuous Optimization is Crucial:
Regular refinement of data platform and processes ensures the system evolves with changing business needs and market conditions.

Conclusion:

Perch Insights’ AI-powered platform has proven to be a game-changer for tele-sales operations. By providing real-time, actionable insights and proactive alerts, it enables sales teams to work more efficiently and effectively. The significant improvements in conversion rates, cost reduction, and customer engagement demonstrate the power of data-driven, AI-enhanced sales strategies.

Perch Insights

Perch empowers Customer Experience (CX) leaders with data-driven insights to work proactively, leading to progressively better business decisions to maximize LTV:CAC. No other CX, business intelligence, SaaS solution provides actionable insights like Perch:

  • Perch is the first contact center-focused app using Gen-AI to spot trends and see the root causes of problems and opportunities so that you can drive performance
  • The best app for accurate and trusted insights for reporting at an executive and granular level for all phases of the customer journey
  • And only solution that bundles all of this with proactive alerts to see the forest from the trees to increase market share and improve the customer journey

Ready to revolutionize your
tele-sales operation?

Schedule a demo with Perch Insights today and discover how our AI-driven platform can boost your sales performance. Contact us at demo@perchinsights.com to get started.

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